Key Factors Sr. Real Time Associate Description Ensure local call center employees are actively contributing to the assigned queues. Individual will monitor schedules and workforce software trends to inform Operations leaders when phone time is over established threshold and/or identify employee(s) out of adherence. Actively and consistently support all efforts to simplify and enhance the customer experience. Duties & Responsibilities • Analyze information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.
• Monitor, maintain, and track inbound service level goals, department expectations, and employee adherence.
• Provide ad hoc reporting as needed to show adherence to scheduled events within site.
• Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
• Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime.
• Perform other duties as assigned by management. Level of Supervision Required Minimal Knowledge, Skills, Abilities & Other Characteristics: • 2 year customer care and/or contact center environment experience; prior experience in operations support roles preferred.
• Prior experience with EWFM, Aspect, and IEX preferred.
• At least 1 year of Workforce Management exposure
• At least 1 year(s) of working experience in the related field is required for this position.
• Applicants must be willing to work in Cubao.
• Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
  Education & Experience • High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred. Key Factors Sr. Real Time Associate Description Ensure local call center employees are actively contributing to the assigned queues. Individual will monitor schedules and workforce software trends to inform Operations leaders when phone time is over established threshold and/or identify employee(s) out of adherence. Actively and consistently support all efforts to simplify and enhance the customer experience. Duties & Responsibilities • Analyze information databases, historical data, and real-time information to create recommendations to improve daily objectives within the production team.
• Monitor, maintain, and track inbound service level goals, department expectations, and employee adherence.
• Provide ad hoc reporting as needed to show adherence to scheduled events within site.
• Assist in skilling and/or provide data to Global Command Center to ensure employees are assigned correctly to the right queue or line of business.
• Collaborate with other Workforce Teams to make schedule recommendations regarding out of seat activity, VTO, and overtime.
• Perform other duties as assigned by management. Level of Supervision Required Minimal Knowledge, Skills, Abilities & Other Characteristics: • 2 year customer care and/or contact center environment experience; prior experience in operations support roles preferred.
• Prior experience with EWFM, Aspect, and IEX preferred.
• At least 1 year of Workforce Management exposure
• At least 1 year(s) of working experience in the related field is required for this position.
• Applicants must be willing to work in Cubao.
• Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent.
  Education & Experience • High School Diploma required. Bachelor’s Degree or undergraduate, with relevant work experience preferred.